FAQs

Methods of Payment

What methods of payment do you accept?

Currently, we accept the following methods of payment:

Credit & Debit Cards: Visa, MasterCard, American Express, Maestro
PayPal
Apple Pay
Google Pay
Shop Pay
Klarna
Clearpay
Meta Pay

We do not accept cash, cheques, or credit vouchers from other websites. Your billing address must be within the United Kingdom. We do not accept orders placed with international bank cards or non-UK billing addresses.

Important Information About Returns, Gift Cards, and Rewards

Due to a change in ownership, all returns, gift cards, store credits, and rewards issued before 1 May 2025 will no longer be accepted on our site.

My Orders

Can I cancel or change my order after it is submitted?

Once an order is placed, we begin processing it immediately. Therefore, changes to items, delivery addresses, or payment details cannot be made after submission. To correct an error, please place a new order. For returns, see our [Return Policy].

Will I be charged VAT on my order?

Yes, VAT is included in the final price where applicable. For more information, refer to our [VAT Policy].

When will my card be charged?

Your payment method will be charged as soon as your order is confirmed.

Can I place an order by phone?

No, orders can only be placed via our website.

Can I get a VAT refund if I have a VAT-exempt certificate or I’m a VAT-registered business?

Yes. If you qualify for VAT exemption or are purchasing for a VAT-registered business, email cs@elegantae.co.uk with your order number and attach your VAT exemption certificate or company details.

Why should I create an account with Elegantae?

Registering provides several benefits:

Faster checkout
View order history and track status
Shop from any device
Save multiple addresses
Join our mailing list
Create and share wish lists

How will I know if my order went through?

You’ll see an order confirmation at checkout and receive an email with your order details.

Why haven’t I received an order confirmation email?

Possible reasons:

Incorrect email address provided.
Your email provider has filtered it to spam or junk.

Please ensure your email is correct and check your spam/junk folders.

Why do I still see a charge on my bank statement after my order was cancelled?

A pending charge may appear when your order is submitted. If the order is cancelled, your bank will release the authorisation, which may take 1–7 working days depending on your bank.

Why was my order cancelled?

If stock levels didn’t update in time, your item may have gone out of stock. We attempt to find a replacement, but this isn’t always possible. If you paid by card or PayPal, the authorisation will be released within a few working days. If you used a gift card or reward, a replacement will be sent via email.

Who should I contact if I haven’t received my order?

Orders are processed Monday to Friday. If you haven’t received your item and believe it's missing, contact us via Live Chat or email at cs@elegantae.co.uk.

Why is my tracking number not showing updates?

Tracking may take up to 48 hours after the shipment confirmation to display updates from Royal Mail, DPD, or Evri.

How will I be notified if there’s a problem with my order?

We’ll email you using the address provided at checkout, so ensure it is current and accurate.

What should I do if I don’t recognise a charge from Elegantae.co.uk?

Contact your bank immediately if you believe the charge is unauthorised. Also ensure the charge wasn't made by another authorised user on your account.

Shipping Information

What shipping options are available and how much do they cost?

Please refer to our [Shipping Policy].

Do you ship to PO Boxes?

We do not ship to PO Boxes. Please provide a valid UK street address for delivery.

Can I send items to multiple addresses in one order?

No. You must place separate orders for each shipping address.

Do you ship outside the UK?

Currently, Elegantae ships only within the United Kingdom.

Returns

What is your return policy?

You may return items within 30 days of receipt for a refund. Items marked "Final Sale" or "Non-returnable" cannot be returned. Return postage costs are not refundable. Start a return [here].

What should I do if I receive a damaged or defective item?

Contact us immediately via Live Chat or email support@elegantae.co.uk with your order number, item number, and photos of the damage.

What if I receive the wrong item(s)?

We’re sorry for any packing errors. Contact Customer Care via Live Chat or at support@elegantae.co.uk and we’ll help resolve the issue.

Securing Your Information

Is shopping on Elegantae.co.uk secure?

Yes. We use SSL encryption and third-party payment processors to ensure your personal and card details are safe.

If your card is used fraudulently on our site, you are protected under the UK Consumer Credit Act and we will cover up to £50 of unauthorised charges that your card provider holds you responsible for. Please notify your bank immediately if you suspect fraud.

Will you sell or share my personal data?

No. We do not sell your personal information. We only share it with trusted third parties for order processing, delivery, or marketing communication you opt into. Read our [Privacy Policy] for more details.

What if my credit card is lost or stolen?

Contact your card issuer immediately. The phone number will be listed on your card provider’s website or your statement.

Emails from Elegantae.co.uk

We will email you order confirmations, shipping updates, and any important order-related messages. Promotional emails are sent only if you opt in. You can unsubscribe anytime by clicking the unsubscribe link at the bottom of any promotional email.

Copyright and Trademark Notice

All content on Elegantae.co.uk is owned by Elegantae Ltd. and/or its third-party licensors. All trademarks, designs, photos, graphics, and written content are protected under UK and international copyright laws.